Support

At EAC, we recognise that every school, business or charity organisation has a unique set of IT needs. That’s why we provide an entirely bespoke support contract for every single customer.

To build a tailored contract that meets your exact requirements, you’ll first choose one of four base packages that will provide the foundation for your relationship with us. Then you can add all the extra services you want, namingthe specific products andsolutions you want us to cover.

Just give us a call to start putting your support package together today…

Tier 1 - PRODUCT SUPPORT

Our Product Support package promises unlimited telephone, remote and email support for specific named products or services. We provide first to third line technical support, via a self-serve HelpDesk that enables you to log and monitor support tickets online – with SLAs in place to guarantee you a swift response and resolution.

Our Product Support contract also includes discounted engineer day rates, pre-diagnosis of hardware warranty faults, and the development of a rolling three-year IT plan.

Tier 2 - NETWORK AND SERVER SUPPORT

Our Network and Server Support package adds network administration support, such as creating new user accounts, resetting passwords and implementing new security groups. It also includes remote assistance in the management of your physical and virtual servers, and proactive monitoring of back-up and security systems to ensure optimum performance.

Other benefits of our Tier 2 package include monthly reporting on your support service usage, and the hosting and DNS management of one domain name for your organisation (though others can easily be added).

“EAC have provided support and equipment for us for a number of years now and have been excellent. I have been impressed with their communication, response times and level of support, nothing is too much trouble. I have no hesitation in recommending them to other potential customers, particularly schools”

Nigel Walker – Business Manager, The Highcrest Academy

“We have worked with EAC for the last three years and their service support has been exceptional. Their investment of knowledge and expertise as helped deliver key changes in our IT infrastructure and we are now seeing a return on that investment. I would recommend EAC to any educational or business sector organisation.”

John McGowan – ICT Manager, Mount St Mary’s College

“Moving to the EAC Managed Internet Service was painless, efficient and fast. Leaving the county provision couldn’t have been easier and slow internet is now a thing of the past for our school. I highly recommend this product from EAC.”

Sarah Morgan - Head Teacher, Danesfield Primary School Marlow.

Tier 3 - MANAGED IT

In addition to all of the services above, our Managed IT package includes desktop and user support – where by our EAC Helpdesk Engineers can assist your users with all their work-related IT issues.

This could include support for users struggling to connect to office systems from home, or a limited level of hand holding and one-to-one training on how to use certain applications.

Think of it like having an IT expert on hand around the clock, helping to keep productivity high and tech-based frustrations to a minimum…

Tier 4 - OUTSOURCED IT

Our top-tier support package includes all of the services above, and adds the maintenance of your asset and licence registers.

We’ll help you keep an accurate asset list which not only enables you to keep track of the devices you own across your organisation, but also satisfies the requirements of your insurance policy.

Your licence register, meanwhile, helps to ensure that your warranties and licenses do not lapse without warning.

ADDITIONAL ON-SITE SERVICES

The packages above are merely the starting point for our support agreement – with every contract retaining the flexibility to add extra services as and when you need them. Some examples of the additional services we can provide, include:

Regular onsite support engineers –Various levels of technical ability

Pre-paid onsite support or project days –Delivered by level 3 engineers